BRM 681 LITERATURE REVIEWS

“ENHANCING SERVICE QUALITY OF MODENAS”

Prepared by : Shara Fedayu Sarif  2009309365

Introduction
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MODENAS was incorporated in Aug 1995. Shareholders:

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First 100 units was sold to domestic market in 1996 and entering national market in 1997. Motorcycle distributed by its subsidiary, Edaran MODENAS Sdn Bhd (EMOS).
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Problem Statement

Study will answers these 3 questions:
 How

can service quality of MODENAS be measured?  Which dimensions are distinguished by customer when they evaluate service quality for MODENAS?  How does these dimensions related to each other?

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Literature Reviews
Definitions of Service Quality: Service quality is being defined as the degree and direction  between customer service expectations and perceptions. Newman K. (2001) Service quality as a measure of how well the service level delivered  matches customer expectation. Lewis and Booms (1983)

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Literature Reviews
Previous Researches on Service Quality: Measured service quality of car service industry by conducting a  study on five dimensions which were tangibles, reliability,  responsiveness, assurance and empathy. Bouman and Wiele (1992) 5 factors were identified associated with servicing in the motor  industry. They are Customer focused quality, Tangibles, Delivery  quality, Communication quality and Customer care quality.  Adela Berndt (2009)
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Thereotical Framework
Reliability Assurance Service  Quality Tangible Empathy Responsiveness
Dependent Variable Independent  Variable 6

Thank You

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